Customer Care Complaints Advisor

Job Description

Location: Manchester, UKDivision: Ticketmaster UKLine Manager: Customer Care ManagerContract Terms: Permanent, 35 hours.THE TEAMThe Contact Centre Team is responsible for guiding our customers through the entire events process, assisting with queries and requests - before, during and after the show. The team deal with an array of requests from how to purchase tickets all the waythrough what the customer requires to access the event for all types of events we sell for, comedy, theatre, music, sports and attractionsTHE JOB The role of the Customer Care Complaints Advisor will provide an efficient front-line service to customers by resolving problems and queries and utilising appropriate communication methods to ensure new and existing customer loyalty and brand confidence.Ticketmaster is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.WHAT YOU WILL BE DOING

• Resolving customer queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.
• Answering escalated emails/complaints through Zen Desk.
• Weekly & monthly figures for management/keep management updated with status of complaints coming in.
• Dealing with resolver complaints/emails.
• Letter complaints.
• Chase open complaints.
• Escalation call backs.
• Liaise with other departments to reach a resolution to complaints.
• Provide the highest level and quality of customer service at all times ensuring customer confidence.
• Utilise verbal, electronic, paper and other means of communication with customers, and make suggestions for the improvement of communication systems.
• Advise and support other members of the customer services team and external departments in relation to event and venue information and customer queries.
• Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the customer.
• Adhere to all company and departmental processes, policies and procedures.
• Undertake other duties as required by management.

WHAT YOU NEED TO KNOW

• Contact Centre Customer Service experience.
• Experience using Microsoft packages including but not limited to Outlook, word and Excel.
• Experience using Ticketmaster systems, PCI.
• Understand the importance of both internal and external customers.
• Excellent written and verbal communication skills.
• Excellent time management and organisational skills.
• GCSE English Language (Grade A-C) or equivalent.
• A-Level English Language, desirable.

YOU (BEHAVIOURAL REQUIREMENTS)

• Demonstrates an understanding of the customer concept.
• Maintains working relationships to promote positive and friendly culture.
• Ability to work within a team.
• Display a high level of focus and demonstrated strong attention to detail.
• Displays a good knowledge of grammar and punctuation.
• Enthusiastic, confident and able to communicate at all levels.
• Ability to work under pressure to meet targets and deadlines.
• Ability to analyse and solve problems efficiently.

LIFE AT TICKETMASTERWe are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquelypositioned to successfully deliver on that vision.We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicatedto helping millions of fans experience it, we want to hear from you.Our work is guided by our values:Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balanceyour work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. Its talent that matters to us and we encourage applicationsfrom people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Keyskills :
Communication SkillsCustomer ComplaintsCustomer Service